Service Quality Implementation to Increase the Youngsters’ Parishes Satisfaction at ABC Church

Nasith, Ali and Purwono, Bambang Sugiyono Agus (2019) Service Quality Implementation to Increase the Youngsters’ Parishes Satisfaction at ABC Church. Journal of Advanced Research in Dynamical and Control Systems, 11 (11). pp. 157-162. ISSN 1943-023X

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Abstract

Service quality and parishes satisfaction are very important aspects that an organization or a foundation
must understand in order to remain competitive in service and hence grow. It is very important for the organization
or foundation to know how to measure these constructs from parishes’s perspective in order to better understand
their needs and hence satisfy them. The main purpose of the research is to measure and describe how parishes
perceive service quality and their satisfaction and also the gap between perception and expectation. The research
method used self-completion questionnaire that was developed from the service quality dimensions and attributes
and interview. The analysis used descriptive statistic and qualitative approach to determine their perception,
expectation and the gap. The participants are youngsters, youth’s coordinator, and reverands in ABC Church. The
research result showed a reliability gap scale is -0.88, assurance is -0.74, tangibles is -1.23, empathy is -0.96, and responsiveness is -0,78. The gap between perception and expectancy is less than -1.4. The main proposition is the
decreasing gap between perception and expectation of the reliability, assurance, tangibles, empathy, and
responsiveness (RATER) scales which reveal an increase of the youngsters’ parishes satisfaction

Item Type:	Journal Article
Keywords:	Servqual, RATER, Parishes, Youngsters, Perception, Expectation
Subjects:	13 EDUCATION > 1303 Specialist Studies In Education > 130304 Educational Administration, Management and Leadership
Divisions:	Faculty of Tarbiyah and Teaching Training > Department of Social Science Education
Depositing User:	Ali Nasith
Date Deposited:	17 Nov 2021 09:45

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